Fill in the [brackets]
BEFORE YOU CALL (5 minutes) - Have ready: client number, IRD number, bank account, ID, your last payslip or redundancy letter, rent/mortgage details, bills. - Write your goal in one sentence, e.g. "I lost my job on [date] and want to apply for Jobseeker Support and ask about help with rent." - Pen and paper. Be near your phone charger. SCRIPT 1. Opening: "Hi, my name is [name], client number [number]. I lost my job on [date] and I'd like to [apply for / ask about] [payment]." 2. Ask: "Can you tell me everything I might be entitled to, including any urgent help?" 3. If you are told "you're not eligible": "Can you tell me which rule that is and what would change that? Could I get that in writing?" 4. If you're told to apply online: "Is there anyone who can help me do it over the phone, as I have trouble with the online system?" 5. Urgent: "I have [$X] in the bank and [urgent cost] due on [date]. Can I get urgent help today?" 6. Close: "Can I confirm what happens next, and by when? Can I have your name and a reference number for this call?" WRITE DOWN: date/time, name, what was agreed, any reference number, what you have to do and by when. AFTER THE CALL: send a short message through MyMSD: "Thanks for your help today. To confirm: [what was agreed]."
Tips
- Call lines can be busy. Early morning or later in the week often works; use MyMSD or a service centre as an alternative. Their phone number is 0800 559 009.
- If you're distressed, say so. Staff can prioritise urgent need, and you can ask to speak to a supervisor.
- You can ask for an interpreter (including NZ Sign Language) or have a support person on the call.
- You can ask for a copy of the notes on your file (a Privacy Act request).
- If you are in crisis call or text 1737 for free support.
General information, not legal advice. Keep a copy of everything you send. Spotted something out of date? Email help@unemployed.nz.